Professional Development

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Apr 03, 2024

Critical Thinking: The Skill Gap That’s Hurting CX

by Ruma Malia

For years, Ben’s company enjoyed high customer retention. His team regularly received feedback praising their value-led service, practical advice, and innovative thinking. But when the latest CX data came in, he was shocked to see a new theme emerging: Customers felt that they weren’t seeing a significant value add in the service they were receiving. Yikes! Initially, Ben couldn’t place his finger on the cause for this change. With so many new AI and tech tools at their disposal, why wasn’t his team conveying the added value to clients? Unfortunately, Ben’s not alone. Even as Customer Experience (CX) becomes key to winning business, many leaders are facing this struggle. Finding team members who can both leverage emerging tech and apply strong critical thinking skills to drive memorable CX by is becoming an industry challenge. Creative and analytical thinking are likely to top everyone’s lists of essential skills for the foreseeable future. So what’s the hold-up? The big barrier A core reason for this increasing skills gap is the rise of a transient environment at work. Not sure what we mean? Let’s consider a couple of contemporary work-life truths: The average number of tools professionals use has almost doubled since 2019 Change fatigue is a constant, keeping employees from being at their optimal best A staggering number of professionals are unsure about their work priorities (which may include CX) A majority of employees are struggling with additional responsibilities at work All these work realities lead up to a mindset and behavior […]

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